Unlocking edMesh: A Guide to the Knowledge Base

Learning the ropes of any Mobile Device Management (MDM) solution can be a daunting task for many users. With the right guidance, however, anyone can learn to utilise its features effectively to create the perfect learning environment for students. The edMesh Knowledge Base serves as a comprehensive portal designed for school administrators, teachers, and parents. Through the articles available on this site, every user can become familiar with the product's functions, learn how to set up specific configurations and perform basic troubleshooting.

By creating an account, users can unlock additional features, such as the ability to review support tickets, leave comments on articles, and follow changes to their favourite resources. This guide will help you navigate the edMesh Knowledge Base interface and make the most of its offerings.

Accessing the edMesh Support Page

To begin using the edMesh Knowledge Base, visit the support page. You'll be greeted by the homepage, which provides a clean and organized layout for easy navigation.

Article Organization

The articles on the edMesh Knowledge Base are conveniently categorized by user roles:

• School Administrators:
  • edMesh for Districts: Access features at the district level, including profile configuration, application blacklisting/whitelisting, and district-wide web filtering.
  • edMesh for Schools: Explore tools and settings applicable at the school level, such as user management and policy enforcement.
• Teachers:
  • edMesh for Teachers: Learn about classroom management tools, including modes, in-class features like tab management, and post-class documentation. These tools are designed to facilitate a seamless teaching experience.
• Parents:
  • edMesh for Parents: Get to know the parent interface and its features, including screen blocking, home web filtering, and more. These tools help parents manage and monitor their child's online activities effectively.

Most of the questions about using the product can be answered by browsing through the articles. However, if you require assistance with advanced troubleshooting or are unable to find answers to specific questions, please feel free to contact our support team by emailing [e-mail] 

Creating an edMesh Support Account

For users with multiple open tickets or partners managing multiple edMesh clients, creating a support account can help keep track of issues more efficiently.

To create an account, click on the "Sign in" button located in the upper right corner of the homepage. A pop-up window will appear, as shown below.

For new users, click the "Sign up" button to create an account. Partners may already have an account set up by edMesh and can use the credentials provided to log in.

Once logged in, your username will appear in the upper right corner of the screen. Clicking on it will reveal a drop-down menu with three options: Activities, Profile, and Change password.

• Activities:
  • View all raised tickets, comments, and articles you are following. This option will navigate you to the "My Requests" tab.
• Profile:
  • Change your profile picture, username, or contact details associated with your account. Rest assured that all contact details are kept private and only visible to the edMesh team.

Understanding the "My Requests" Tab

In the My Requests tab, you'll find all the requests you have submitted to edMesh and their current status.

Our Support Portal assigns one of three statuses to each ticket:

• Open:
  • The support team is currently investigating the ticket.
• Pending:
  • The support team needs additional information from you before proceeding with the ticket.
• Solved:
  • The issue has been resolved. A support team member will confirm with you if the issue is resolved. If there is no reply after a week, the ticket will be closed automatically.

In addition to your requests, you might have visibility of other tickets, especially if you are CC'd on them or if they belong to your organization:

• Requests I’m CC’d on:
  • Find all requests where you are CC'd. These are emails sent to our support address, [e-mail], where you are included as a recipient.

• Organization Requests:
  • View all support requests raised by users within your organization. This feature is particularly beneficial for edMesh partners who are who are managing multiple clients.

All lists can be filtered by ticket status or by organization (for users with access to multiple organizations). Additionally, the search function allows you to find specific tickets using keywords. When contacting our support team, we recommend using relevant keywords (e.g., applications, profiles, web filters) in the email subject line for more efficient processing.

Reviewing Contributions and Followed Articles

Beyond managing your support tickets, you can review your contributions and tracked articles:

• Contributions Tab:
  • Review comments you've made on edMesh articles. Keep track of your engagement and feedback within the knowledge base.
• Following Tab:
  • See all the articles you're currently following. Stay updated on any changes or updates made to the articles that interest you.

If you have any further questions on navigating the edMesh Knowledge Base Interface, please don't hesitate to reach out to us at [e-mail] Our team is more than happy to assist you in any way possible. 

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